COMMUNICATIONS ENABLED BUSINESS

PROCESSES

John Amein, VP Product Management, Aspect

WHAT IS CEBP?

Use communication systems to optimize business processes by reducing the human latency that exists within a process flow.

-- Wikipedia

2

WHY? HIGH GROWTH!

2006 2007 2008 2009 2010 2011 2012

Financial Crisis

“Hockey Stick”

VERIFY TRANSACTIONS

BankConsumer

Web

?1. Location?2. Call Fwd?3. SIM

hacked?4. Voice Bio?

• Patient is a key part of the business process

• Make it easier for the patient

SIMPLIFY HEALTHCARE

Acute Myocardial Infarction Chronic Obstructive Pulmonary Disease General Inpatient Discharge

Heart FailureGeneral OrthopedicPneumoniaStroke

STREAMLINE WORKFLOWS

Workforce

Scheduler

Supervisor

Agent calling to change

schedule

TODAY• Requests queued

in voice mail• Inefficient use of

time

STREAMLINE WORKFLOWS

Workforce

Scheduler

Supervisor

Agent calling to change

schedule

IVR

8

G4S Secure Solutions USATelephone CheckIn with Voice Biometrics

Karen HigginsDirector Systems Development & Implementation

9

G4SWorld’s Leading International Security Solutions Group

Located in more than 125 Countries with 657,000 Employees

“Offering a unique combination of personnel, project management, risk management, and technology solutions, G4S focuses on advancing the safety and security of businesses and Governments, ensuring the security of key assets—people, property, products and reputation.” Permanent Manned Security

Guards Disaster & Emergency Services Control Room Monitoring Armed Security Guards Special Event Security Guards RISK360™ Incident & Case

Management

Security Patrols Reception/Concierge Service Emergency Medical Technician (EMT)

Services Ambassador Service Transportation Services Secure Trax® Security Management

Software

10

G4S Secure Solutions USABusiness Process Challenge

Automate Time & Attendance

• Over 40,000 Employees across the US

• Located at Remote, Client Owned Sites

• No Access to PC/Web and No Permission to Install G4S

Equipment

• Large Spikes of Activity During Peak Shift Change Times

• Very Little Activity Outside of Peak Shifty Change Times

• Maintain a High Confidence Level of Officer Identification

11

G4S Secure Solutions USABusiness Process Solution

Telephone CheckIn with Voice Biometrics – Hosted Platform

• Over 40,000 Employees across the US• Located at Remote, Client Owned Sites• No Access to PC/Web and No Permission to Install G4S

Equipment Clients are agreeable to G4S officers use their telephones Can also use Cell Phones

• Large Spikes of Activity During Peak Shift Change Times• Very Little Activity Outside of Peak Shift Change Times

Hosted Platform is Scalable and Handles Call Volume Better Relieves G4S from Purchasing/Maintaining Infrastructure

• Maintain a High Confidence Level of Officer Identification Voice Biometrics along with Identification Numbers

IN SUMMARY

• CEBP will continue to be high growth segment

• Mobile devices enables multiple channels

• Consider resources like Location Based Services, Operator Lookup, and Voice Biometrics to make your application smarter

12